Helpdesk/Customer Support Engineer, with eleven years experience of many different types of software and operating systems.  Background includes comprehensive knowledge of critical timing financial applications. 

Particular strengths lie in fast problem solving and identifying root cause, communication and the provision of high quality customer support.   

Languages 

Fluent in English, Spanish and Portuguese.

 Dec 2005 -                                                        [snip]

Helpdesk/Customer Support Engineer 

Responsible to maintain internal email requests and helpdesk application updated and perform different kind of requests for Windows and Unix HP-UX

The role includes:

• Liaise/interface with customers at all levels providing optimum service, keeping the customer informed at all times. Identify to the customers additional services that are available. Project a good image of the Company trough high standards of service, conduct and appearance
• Maintain Remedy queues, responding within the timeframes defined by the customer. Assist with system builds when required. Cover for absent colleagues and strive to obtain experience in their software disciplines
• Assist hardware engineers, when agreed with the customer, ensuring no adverse impact on primary software support duties occur
• Operate in accordance with the Company quality standards in all activities. Be aware of and observe all security procedures in accordance with Company Policy
• Organise daily workloads with minimum supervision. Communicate effectively, both internally and externally, at all levels.
• Timely and accurate completion of operational and personal documentation.

Key Achievements

• Built of a spreadsheet with all the servers (> 700) with all hardware and OS information (Windows/HPUX/Solaris/Linux)
• Build of HPUX/Solaris10 servers and customised them as per customer request
• Recover servers and information on them
• Maintain file systems and add more disks when necessary
• Resolve most of login problems and access to Windows/Unix systems
• Successfully perform data refreshes on HPUX for SAP applications
• Successfully perform backups and restores with Netbackup and Legato.
• Creation of documentation about procedures.

Jul 2005 – Dec 2005                                          [snip]

Systems Operator

Responsible for maintenance and rotation of backups. Monitoring systems for errors.

The role includes:

• Maintain systems for errors and contact the correct department for resolution of the problems
• Successfully raised tickets and resolve tickets using Remedy
• Rotation of backups, run backups and recovers using Veritas Netbackup and EDM.
• Successfully monitoring the systems using HP Openview

Key Achievements:

• Successfully run backups and rotation of tapes
• Successfully maintain of systems
• Perform general support tasks to the users (remote logins, general PC problems,…)

Feb 2005 – Jul 2005                         [snip] 

AS400 Operator 

Responsible for running daily operations for 8 different branches around Europe. Give support to users when needed. Support the application support department. Involved with projects.

The role includes:

• Run Daily/Weekly/Monthly Operations for 8 different Countries
• Monitoring AS400 systems
• Responsible for maintenance and rotation of backups tapes

Key Achievements:

• Successfully run of operations for all countries
• Resolve problems with the system
• Translating system documents from Portuguese to English
• Involved on Data Mirror project. Mirroring all systems disaster recovery project.
• Video Conference project. Acquiring, built and configuration of connection to Brasilia and New York
• Web Page update
• Using Websphere to maintain the Internet Banking for all branches

Oct 1998 – 2004                        [snip]                                 (UK & Portugal)  

Senior System Operator, System Administrator & Technical Support

Responsible for running daily/weekly/monthly financial and non-financial operations and supporting Systems Administrators on machine maintenance, within a time critical, 24x7 environment. Team Leader role when needed.

The role includes:

• Day-to-day operational support and maintenance of applications for 22 countries in the EMEA region running on HP-UX 11.x
• Monitoring HP-UX Systems with BMC Patrol
• Backups / Restores using Veritas
• Technical Support for internal applications on HP-UX
• Resolving problems within the HP-UX servers software/hardware
• Resolving problems with HP-UX server performance
• Resolving problems with TWS/Maestro
• Support to the System Administrators / Application Support
• Investigate and action tickets raised within HP Service Desk
• Installation and configuration of PCs
• Guiding and coaching junior members of the team
• Maintenance of backup silos
• Supplier liaison

Key achievements:

• Contributed towards the achievement of 97% successful operation for the countries.
• Delivery of a successful Year 2000 upgrade on all PCs in the country.
• Resolved problems on all systems and Network Circuits at all DHL Portugal stations.
• Created an operations workbook.
• Executed all daily and some monthly operations alone
• Successful HPUX Administration (permission admin, password resets, network printer admin, file copying between machines, files system size change, moves, adds…)
• Remote access to servers to perform administration tasks using webconsole

Jul 1996 – Sep 1998                 [snip]                    (Portugal) 

Technical Support  

Responsible for the provision of technical support to customers and software upgrades and tests. 

The role included:

• Installation, configuration and maintenance of different Anti-Virus products on Windows and Novell systems (Server/Workstation)

• Installations, tests and configuration of different Anti-Virus products
• Maintenance of various operating systems

• Administration

Key achievements:

• Successfully carried out several virus removals.
• Contributed to the deployment of an NT Network.
• Configured and maintained the NT Server and Lotus Server
• Created and maintained a Home Page and ftp site on Internet

Secondary School of Santa Iria de Azoia, Portugal (1988 – 1993) 

High School of Vila Franca de Xira, Portugal (1993 – 1997) 

 Play guitar, travel, football, Portuguese cuisine and computers